Investigating the Relationship Between Service Quality, Satisfaction and Switching Intentions

  • Harvir S. Bansal
  • Shirley Taylor
Conference paper
Part of the Developments in Marketing Science: Proceedings of the Academy of Marketing Science book series (DMSPAMS)


Service Quality and service satisfaction has been identified as potentially important determinants of service switching. Consequently, there have been calls for resolving issues such as establishing discriminant validity between service quality and satisfaction and assessing their causal ordering and interactive relationships in predicting customer switching intentions. The results of this study indicated that service quality and satisfaction are indeed distinct constructs and that quality is an antecedent to satisfaction. In addition, quality was found to be the key driver of switching intentions. We also found no evidence of an interaction between quality and satisfaction in their influence on switching intentions.


Service Quality Customer Satisfaction Behavioral Intention Purchase Intention Consumer Research 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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Copyright information

© The Academy of Marketing Science 2015

Authors and Affiliations

  • Harvir S. Bansal
    • 1
  • Shirley Taylor
    • 2
  1. 1.University of New BrunswickBrunswickCanada
  2. 2.Queen’s UniversityKingstonCanada

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